Customer Satisfaction Specialist

Job Description

PRIMARY DUTIES & RESPONSIBILITIES
Responsible for ensuring real time updates on orders and projects to sales, customer service, and customers
Create and maintain necessary export documentation for outgoing international shipments
Review and identify credit holds for corporate credit to release
Coordinate weekly meetings with plant key players to expedite plant shipments
Assist in Planning of manufacturing schedules
Assist in reviewing contracts and arranging shipments
Work with plant schedulers
Communicate with plants and customers for production approvals
Weekly customer meetings to review outstanding/upcoming orders
Aid in resolving tank movement issues
Create monthly Bill & Hold list
Provide customer/order reporting to sales team & customer experience group
Track and coordinate large project orders
Support in project releases and invoicing
Work with Customer Accounts regarding milestone shipping and billing
Responsible for OTD reporting for assigned facilities
Enter orders for key accounts depending on market
Work with plant Inventory coordinator to understand current inventory levels and backlog levels
Document control as needed
Review letter of credits with Logistics Advisor
Track and coordinate material and tool return and credits
Discuss inconsistencies regarding any documents with appropriate department
Understand tariff codes/appropriate classification for import and export of first-time equipment and inventory items
Coordinate FTA/USMCA vetting efforts
Analyze export trends and procedures
Other duties as assigned by Global Customer Service & Sales Support Director
Education & Experience Qualifications
Bachelor's Degree or equivalent customer service experience;
To perform this job successfully, an individual must be proficient in all MS Office products
Excellent interpersonal and communication skills required
Knowledge of international transactions, carriers, INCOTERMS, AES, Shipper's Letter of Instructions
Strong attention to detail with time management and decision-making skills
Ability to multi-task while working in a fast-paced environment; self-directed and able to prioritize responsibilities, providing precise attention to detail
Must have a minimum of 2 years Logistics/Export documentation experience

TECHNICAL COMPETENCIES
• Ability to adapt and cross train to learn all job duties as required
• Ability to work in a fast-paced environment
• Reporting experience required; excel required/powerBI preferred but not required
• Previous logistics/export documentation experience required
• Previous Customer Service Supervisory Experience Required
BEHAVIORAL COMPETENCIES
• Dependability/Attendance
• Problem Solving/Judgement
• Thoroughness
• Detail-oriented
• Adaptability/Decisiveness
• Initiative/Perseverance
• Interpersonal Skills
• Organizational Skills
• Management Skills
• Stress Management
• Decision-maker
• Customer service oriented
• Communication
• Excellent oral & written language skills
EDUCATION & EXPERIENCE QUALIFICATIONS
• Bachelor's Degree or equivalent customer service experience;
• To perform this job successfully, an individual must be proficient in all MS Office products
• Excellent interpersonal and communication skills required
• Knowledge of international transactions, carriers, INCOTERMS, AES, Shipper's Letter of Instructions
• Strong attention to detail with time management and decision-making skills
• Ability to multi-task while working in a fast-paced environment; self-directed and able to prioritize responsibilities, providing precise attention to detail
• Must have a minimum of 2 years Logistics/Export documentation experience